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NPS feedback submission: detractor to CSM task, promoter to advocacy list

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

Professional

Seat pricing: Professional edition. To build it, a GTM Seat or an Ops Seat (an Ops Seat cannot create marketing emails or sequences). Per-hub plans: Service Hub Professional.

7 steps
Per-hub plans: also Marketing Hub Professional

On per-hub plans, one of its steps belongs to another subscription: add to static list needs Marketing Hub Professional. Both are required to build it as written. On seat pricing the edition covers both.

Updated for HubSpot seat pricing
OutcomeOne workflow reads every Net Promoter Score response and routes it by category: a task lands on the CSM's desk for Detractors, and the contact joins an advocacy list for Promoters, with no manual sorting.
Workflow maprenewal-expansion-006
Contact submits NPS survey response leads to Response category. Response category leads to Detractor: Set stage = CSM notified; Promoter: Set stage = Advocacy queued; Passive: No action. Set stage = CSM notified leads to Create task for contact owner. Create task for contact owner leads to Notify contact owner. Set stage = Advocacy queued leads to Add to Advocacy Queue list. Detractor Promoter Passive Contact submits NPS survey response Response category Set stage = CSM notified Set stage = Advocacy queued No action Create task for contact owner Add to Advocacy Queue list Notify contact owner
Contact submits NPS survey response leads to Response category. Response category leads to Detractor: Set stage = CSM notified; Promoter: Set stage = Advocacy queued; Passive: No action. Set stage = CSM notified leads to Create task for contact owner. Create task for contact owner leads to Notify contact owner. Set stage = Advocacy queued leads to Add to Advocacy Queue list. Detractor Promoter Passive Contact submits NPS survey response Response category Set stage = CSM notified Set stage = Advocacy queued Create task for contact owner Add to Advocacy Queue list Notify contact owner No action

One of 565 written HubSpot workflow specs, by a collective of independent HubSpot consultants.

When to use it, when not to

Use it

  • Use it on a native HubSpot NPS survey (Service Hub Custom Surveys) where responses currently sit in a report and nobody acts on either extreme.
  • Use it as the single combined workflow when a team wants one build instead of running renewal-expansion-003 (detractor-only) and renewal-expansion-008 (promoter-only) as two separate workflows.
Read more on when to use itShow less

Skip it

  • Do not use it for a plain custom form. Standard forms do not classify a numeric answer into Detractor, Passive, or Promoter; that classification is a Custom Surveys feature.
  • Do not use it as the only churn signal for an account. One response is one opinion; pair it with an account-level rollup if several contacts respond differently.
Read more on when to skip itShow less

The rest of this spec

Prerequisites · 5 items

Every property with its label, internal name, type and options, plus the assets the workflow needs.

Enrollment · 4 parts

The trigger, the criteria as ticked in the UI, the re-enrollment rule and the suppression list.

Steps · 7 numbered actions

Each action in order with its parameters, branches and delays.

Known pitfalls · 5

Traps seen in production, each with what breaks and what to do instead.

Test plan and UAT script · 5 cases, 3 variants

How to prove it works in a test portal, one case per branch, and a sign-off sheet.

Files · PDF, Markdown, JSON, CSV

The properties JSON creates the fields in one call. The workflow JSON documents the build.

Install · 1 click, switched off

The installer creates the properties and the workflow, switched off, then opens a task for what it cannot create. Nothing is deleted, enabled or enrolled.

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